Customer Experience
A great customer experience is only delivered when there is a strong cultural foundation--one that is distinct to your organization and marketplace. Corporate Health Group helps you build the perfect customer experience that results from just the right balance between the people, operational processes and environment of your organization.
Building on Your Assets
Listening to You and Your Customers
Tips for Delivering a Memorable Experience
Building on Your Assets
Your patients, employees and physicians assess your organization with each and every encounter, and are ever conscious of whether these elements are in harmony working together. Corporate Health Group’s experience in the healthcare service environment helps you focus on delivering a GREAT memorable experience.
Our experience allows us to efficiently develop plans that meet your customer service objectives, whether you have a mature process that must be fine-tuned or a new process that needs development.
| Listening to You and Your Customers --Assessment
Corporate Health Group’s first plan of action is simple: We listen to you and your customers. This upfront analysis provides a clear picture that allows us to work with you to develop strategies, tactics and plans to make your service effort a key part of your organization’s culture.
The model we create for you is specific to your organization and includes specific measures for success so that you know what’s working at every step along the way. Examples of measures include: customer satisfaction scores, financial measures and market share.
When your model is in place, the Corporate Health Group experts will work with your team to train and coach them on how to keep the new model working even after the engagement is complete. | Tips for Delivering a GREAT Experience
Corporate Health Group’s experts know the importance of delivering a memorable customer experience in every encounter. After all, that’s what we strive to do with our own customers.
Try these 10 tips for delivering a great customer experience in your organization.
10 Tips to Make your Customer’s Experience Memorable!
- Focus your vision. GREAT customer experiences don’t just happen. They result from a focused leadership effort that places great customer service at the core of everything your organization does.
- Define your strategy. Customer experiences don’t just happen. They are backed by sound strategies that are based upon your overall vision, and are measured at every step of the way.
- Set aggressive goals. Set goals that stretch people beyond what they thought possible. Communicate these widely with an emphasis on the role that every single person in the organization has for making them happen.
- Appoint a champion. Creating Memorable customer service is everyone’s job but a senior person needs to lead the effort. Make sure your champion is respected in the organization and models the service behaviors of your program.
- Select and train the right people. The credentials for your job can be different from those service credentials required to do your job. Develop and seek ways to select the best staff by identifying traits that are modeled in your best employees. Invest in them with special training.
- Reward and recognize. Take time to recognize employees who exhibit behaviors you’d like to see repeated by others. Too often poor performers get all the attention while great performers are left on their own. You’ll get much more out of your efforts through those who already “get it.”
- Put your money where your mouth is. Build performance expectations into your assessment tools so people can see the importance of delivering GREAT service. Reward at both the team and individual level.
- Communicate. All your communications need to reflect your commitment to a GREAT customer experience. From internal signage to external newsletters, the image and messages should support the customer experience. Regularly report your experience outcomes.
- Measure and report. Show your results. Define measurements such as patient satisfaction, employee satisfaction, physician satisfaction, community attitudes, fiscal measures and quality measures. Define milestones along the way to help track progress and celebrate success.
- Celebrate! Take time to celebrate when you commit to a customer experience strategy and as you realize success along the implementation route. And, take time to learn from things you learn along the way. Some of the best lessons come from dissecting what went right and wrong on a daily basis.
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